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Welcome to our current career opportunities within the Kelda Group, this includes vacancies within Yorkshire Water, Loop and Kelda Water Services.

Customer Case Manager

Apply now Job no: 494099
Work type: Fixed Term Contract, Secondment
Location: West Yorkshire
Categories: Customer Services/Contact Centre

Salary & Benefits -  £18,742.00 per annum for the full time role and £7,598.00 per annum for the part time role  + attractive pension + 25 days holiday/pro rata for PT role + quarterly performance related bonus + training and development opportunities in line with the Customer Case Manager progression plan

We have 1x full time and 1x part time opportunity available.
-The full time role is working 37 hours per week between the working hours 8:00am-9:00pm Monday to Friday and weekend working on a 1 week in 6 basis working 8:00am-6:00pm on a Saturday and Sunday, with Monday and Tuesday off.
-The part time role is working 15 hours per week working 3 x evenings - Monday, Wednesday and Friday, we are flexible whether this is 3:00-8:00pm or 4:00-9:00pm on an evening

 What will the role involve ?
As a Customer Case Manager you will manage customer cases in relation to reported water supply problems . You will ensure issues are fully resolved using your negotiation and influencing skills to deliver results which exceed our customers' expectations, as quickly as possible.

A key element of the role involves understanding processes and identifying where we are failing to follow them in respect of the individual customer you are looking after. You will then work closely with our operational teams and service partners, to ensure the customer's cases can be put back on track. As such you will have strong communication skills; the ability to think clearly whilst under pressure and good organisational and planning skills.

You will be expected to demonstrate a customer centric focus throughout the customer journey and have the ability to negotiate win win outcomes with our customers where a simple solution isn't possible.

What skills are we looking for?

Essentially the successful applicants will be passionate about customer service with the ability to empathise with customers and deliver difficult messages. You will be able to communicate effectively with both internal and external customers, as such you will have strong communication skills.

You will have experience of delivering against challenging business targets and the ability to think clearly whilst under pressure with good organisational and planning skills. 

Resilience, the ability to learn quickly with good problem solving skills are also essential. You will be self-motivated with a positive, can-do attitude. 

An awareness of Health and Safety is also essential. 
What's in it for you ?

Career enhancement and development, colleague well-being and a genuinely positive work experience for all are key priorities. We are continuously evolving and improving our ways of working and you will support us in achieving our vision of 'taking responsibility for the water environment for good'.

If you feel this opportunity is suitable and you match the skills required, then please apply on line and complete the application process. If you could also please submit an up to date CV and covering letter outlining your suitability for the role.If you could please outline on your covering letter which role you are interested in the full time or part time position.

Closing date - 2nd July, 2017

Telephone Interviews will take place on the 6th and 7th July for successful candidates.

Interviews will take place on 13th and 14th July, 2017.

Company Information - 

Everyone has an idea of what a water company does. Here in Yorkshire we make sure that all 5.2 million people living in the region have clean safe drinking water on tap and their waste water taken away. But for us it's so much more than this. We care passionately about the environments and communities in which we work; we always look for new innovative ways to do things that deliver great value for our business and deliver the service our customers want and expect.

Our customers are at the heart of what we do and how we do things. We work best as a company to deliver this when we work together - team work, creativity, enthusiasm and passion are inherent within our 3000 people who work 24/7 365 days a year to keep Yorkshire's water flowing.

We are a business that has its eye on the future, planning ahead to look after Yorkshire's water, today, tomorrow and always.

Yorkshire Water values equality, diversity and inclusion we believe that everyone should be treated with respect. We welcome applications from all individuals, regardless of gender, marital status, parental status, sexual orientation, race, colour, ethnic or national origin, disability, age, religion or belief and trade union membership.

Yorkshire Water reserve the right to close this position before the published closing date, should the need occur. We therefore advise that you complete and submit your application as soon as possible.




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